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Agent-assist copilots5 reviewsprofile updated Oct 8, 2026

Zendesk Copilot

Zendesk add-on that suggests replies and next steps to agents, summarizes tickets and triages requests. By Zendesk.

Too few public reviews to rate. We found 5 reviews about the AI itself; a share needs 10 that mention the point. The profile below sets out what Zendesk publishes.

What reviewers say

5 public reviews about the AI, from Zendesk Community, Trustpilot. Each share counts the reviews that mention the point.

Read with care. Most of these opinions are posts in the vendor's own community forum, where people mostly come to report problems, so they lean negative. Review platforms that list this product could not be read, or marked their reviews as incentivized.

Does the job

0 of 4too few to rate

Accuracy

0 of 1too few to rate

Handoff to a person

–too few to rate

Cost

0 of 1too few to rate

Setup and upkeep

–too few to rate

Complaints

“Auto Assist parses the "empty" response, assumes the customer ignored our questions, and suggests a follow-up response that politely asks the exact same diagnostic questions all over again.”
Paul30Zendesk Community · Jul 2026− Job− Accuracy
“In fact, we already did talk about them, tried them, and decided not to buy them.”
Glenn14Zendesk Community · Apr 2026− Cost
“They also added a mouseover 'feature' that pops up a ticket summary whenever you mouseover a ticket which is annoying to the extreme as the miniscule summary blocks the view plus is useless in what it portrays.”
DPTrustpilot · Mar 2026 · 1/5− Job
“The ticket is not truly ready to close, so when the customer replies the same message gets triggered again.”
Louise19Zendesk Community · Jan 2026− Job
“Every time the customer wrote back, the same message was instantly written to them, providing an not so great experience, and somewhat highlighting, this was not a completely human experience.”
AaranZendesk Community · Mar 2025− Job

All 5 coded reviews of Zendesk Copilot

What it does

Zendesk Copilot is a set of AI tools sold as an add-on to Zendesk1. Its auto assist feature reads a ticket, suggests a reply or next step based on procedures written by admins, and runs actions once the agent approves them1,3. The add-on also includes intelligent triage, suggested first replies, ticket summaries, writing help, merge suggestions, and call summaries, transcription and live suggestions for voice calls1. Zendesk says its similar-tickets feature now supports all languages and channels6.

Channels
Email, Messaging, Voice
Works with
Zendesk Suite and Zendesk Support, Professional plans and above1,2.

Controls

Safety and review features, as Zendesk documents them.

  • Auto assist follows procedures that admins write or approve; AI-drafted procedures must be published by an admin before auto assist uses them3,4
  • Actions suggested by auto assist run only after the agent reviews and approves them1
  • Admins can test a procedure in a test conversation before publishing it3
  • Admins choose which agent groups can use suggested replies, and a trigger with the agent_copilot_enabled tag decides which tickets get auto assist3
  • An early-access mode shows suggestions only when auto assist is confident they are correct5
  • The auto assist page reports 7-day acceptance rate and ticket coverage5
  • Version management lets admins inspect, compare and deploy agent copilot settings between sandbox and production6

Setup

Zendesk's setup steps are: turn on auto assist in Admin Center, write a procedure, test it, then add a trigger that tags tickets that have a procedure3. A guided onboarding flow walks admins through choosing knowledge sources, access and AI-generated procedures6. Zendesk does not state a setup time.

What Zendesk claims

The vendor's own figures. Shown as claims; never used in a result.

  • Zendesk's Copilot page states "82%" increased agent productivity and 5.5 hours saved by admins weekly7
  • Zendesk quotes customer Rotho saying agents handle up to 120 tickets in an 8-hour shift with Copilot, up from 407
  • Zendesk quotes customer Yape saying productivity increased by 15 percent after adopting Copilot7

Not found in public sources

We looked for these and could not find them.

  • A monthly-billed price for the Copilot add-on
  • Whether every agent on an account must have Copilot
  • How Zendesk measures the 82% productivity figure

Sources

  1. [1]About Zendesk CopilotZendesk Help · accessed Oct 8, 2026
  2. [2]PricingZendesk · accessed Oct 8, 2026
  3. [3]Setting up auto assistZendesk Help · accessed Oct 8, 2026
  4. [4]Reviewing and publishing AI-generated procedures for auto assistZendesk Help · accessed Oct 8, 2026
  5. [5]Using the updated auto assist experience (EAP)Zendesk Help · accessed Oct 8, 2026
  6. [6]What's new in Zendesk: September 2026Zendesk Help · accessed Oct 8, 2026
  7. [7]Zendesk CopilotZendesk · accessed Oct 8, 2026

Billing

Per seat

$50 per agent per month, paid yearly, as an add-on to Professional plans and above2. Transcribing phone calls has additional usage costs1.

It often has to be bought for every seat, not only for the people who use it.

How AI support is billed

Reviews found

About the AI
5
Sources
2
Collected
Oct 8, 2026
Where we looked
  • Trustpilot www.zendesk.com: 1 review about Copilot ticket summaries
  • G2, Capterra: 403
  • Reddit: pages would not load
  • Zendesk Community: 4 customer posts on Auto Assist and ticket summaries; one ticket-summary post skipped because the thread offered reward points

Also in Copilots

Markdown copy: zendesk-copilot.md. Something wrong? See corrections. Get Support AI is not affiliated with Zendesk.